IT Service Desk Technician

Job Title

General Description of Duties

Provides a variety of computer and network connectivity support to assist Manatee County Sheriff's Office users with agency supported technology, including hardware, software, and user network account profiles, passwords, and login needs. Installs, troubleshoots, configures deployment of computer systems. Responds to Service Desk inquiries, troubleshoots, and determines source or solution; advises with appropriate action. Manages technology-related tracking and transactions including: wireless air cards, security key fobs, and warranty part replacement orders.

Knowledge Skills and Abilities

Ability to accurately enter and/or retrieve information from various computer systems and/or programs in a timely manner.

Ability to be a self-starter, while working well in a strong team environment.

Ability to maintain accurate records, logs, or other documentation as required by the position.

Ability to communicate effectively verbally and in writing.

Ability to prioritize work.

Extensive technical knowledge of the functions, activities, requirements, objectives of the Service Desk program and functional area.

Extensive knowledge of computer hardware/software characteristics and features.

Extensive knowledge of agency standards for information technology.

Working knowledge of computer technical publications and reference material.

Knowledge of computers, peripherals and up-to-date information technology in order to determine the cause of operating errors and what is needed to repair or fix the errors.

Skill in the use of computers and various other equipment used to perform daily functions of position.

Skill in communicating technical information to non-technical users.

Physical Abilities: Raising objects in an upward movement, or moving objects from position to position at the same level. The weight of the object being lifted or moved is described as medium (21 to 50 pounds). The vertical lifting requirement ranges between 12 and 36 inches.

Tasks and Policies

Responsible for providing technical expertise in subject matter to a level of maintaining optimal efficiency within the agency at all times; remains current in subject matter through training and other methods of professional development.

Effectively communicates thoughts, ideas and information to colleagues, vendors and civilians as well as actively listens to others. Effectively communicates with appropriate technical support personnel, vendors, other agency IT personnel and others to solve technical problems and maintains optimum operational status of equipment.

Communicates thoughts, ideas and information on new products by delivering both written and oral presentations. Professionally communicates through written correspondence by using clear, concise, legible verbiage using grammar and spell check if required.

Researches, generates and presents either orally, in writing, or both, accurate and detailed proposals for new/upgraded equipment rationalizing the need in terms of cost and improved effectiveness. Researches and recommends new technologies to improve information efficiency and operational effectiveness consistent with agency mission, strategic plan and goals.

Responsible for documenting changes made to environment (software/hardware) through the use of SOPs, video clips, instructional emails, etc.

Responsible for creating project plans and business cases when rolling out or implementing new projects.

Responsible for documenting any changes made to software or hardware through adoption of system and/or change management techniques.

Successfully completes all assignments to specifications, within specified timeframe and budget as directed and in accordance with agency policies and regulations.

Performs other related duties as assigned.

Policy: Arrives on time for work, limits breaks and lunches to the allotted time, and leaves on time. Uses leave in accordance with General Order. Communicates and cooperates with management in providing proper notice of leave; patterns and amounts of leave usage (not including legitimate, properly scheduled and approved leave and protected leave).

Volume of work accomplished is consistent with position requirements and produced within quality tolerance standards.

Works with other team members to achieve group goals by contributing ideas in group settings, accepting ideas contributed by others, operating within team rules, participating in team meetings, working with team members to improve job knowledge and skills, putting team goals over personal goals, and supporting team leaders once decisions are made.

Follows standard office procedures, safety policies and procedures and agency General Orders.

Provides high quality products and services to customers of all types; both those outside the organization and those within the organization.

Responds to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with agency policies.

Minimum Qualifications

Associate's Degree in related field required.

High school diploma or equivalent (GED) and 2 years' experience in field of technology accepted in lieu of Associate's Degree

1 year experience in a field of technology required.

Valid Florida driver license required.

Must pass MCSO 8-hour Driver Improvement Course.

Must attain ITIL Foundations, and HDI Support Center Analyst certifications within one year probationary period

CompTIA certification, ITIL experience and Networking experience preferred.

Equal Opportunity Employer: The Manatee County Sheriff's Office is committed to a policy of equal employment opportunity for applicants and employees that fosters, maintains and promotes equal employment opportunity for all without regard to race, color, religion, national origin, citizenship, sex, political affiliation, veteran's status, age, genetic information, sexual orientation, gender identity, to include transgender status, disability or status in any other group protected by federal, state, or local law.